WebRTC Kite Chatbot SDK

Description

Wildix WebRTC Kite bot SDK is a sample bot. Web developers can work on it to customize it to different scenarios. 

The current implementation can be used out of the box for the following use cases:

• Provide an automated response to external WebRTC Kite users in case no agent is available during working hours (e.g. "All agents are busy at the moment, please try again later") 
• Provide an automated response to external WebRTC Kite uses in case they contacted the call group outside of the working hours (e.g. "Our offices are closed, please try again during the working hours: Monday through Friday from 9 AM till 6 PM").

Web developers can extend the behavior of the bot to use it in more complicated scenarios, for example, provide predefined options to the WebRTC Kite users from which they can choose, etc.

Web developers can find all the necessary information here: https://github.com/Wildix/kite-xmpp-bot 

This document explains the expected behavior and use cases of the basic implementation (out of the box) and the information on how to install the SDK.

Current implementation

The sample bot has the following behavior:

• A new user is created on the PBX (Business license required); this user acts as a chatbot
• The chatbot user can be added to one or more call groups
• In case no agent replies within the specified timeout (1 minute by default) during working hours, the chatbot provides a certain predefined response; in case no agent replies within the same timeout during non-working hours, the chatbot provides a different predefined response
• It's possible to modify the static files in the SDK directory to specify the working hours/ non-working hours and the response messages from the chatbot 

Prerequisites

• WMS version: starting from WMS 5.02.20210127
• Business license or higher (assigned to the chatbox user)
• Last stable version of Node.js 

WMS configuration

1. Create a new user for the chatbot with extension 777999 (by default) and assign it a Business license. 
2. Add this user to one or more call groups used for WebRTC Kite

Installation 

1. Download (and unzip) the SDK from https://github.com/Wildix/kite-xmpp-bot 

2. Run the following command From the Terminal/ Command Prompt to install all the required libraries in the file: 

   cd wbot npm install

3. Edit config parameters in the file wbot/app/config.js:

   • domain: change to the PBX domain
   • xmppService: change service parameter to the PBX domain, e.g. 'xmpp://elenacloud.wildin.com:443'
   • username and password: change to your chatbox user's extension and web password (by default the chatbox extension is 777999)
4. Run the bot using the command: 

cd app node index.js

Working hours and predefined responses

To customize the behavior of the chatbot, you need to work on the following files in the SDK:

• To change predefined responses, edit the *.txt files located in app/responders/staticfiles
• To edit the working hours and create interactive responses, edit the file responder.js located in the same directory (basic JS knowledge is required)